Achiziții de bunuri și contractări de servicii

Terms of Reference (TOR)

Outsourced IT Support and Maintenance Service Provider

1. Background

The Moldova Red Cross Society (MRCS) is a humanitarian organization providing relief assistance and in health, social services, disaster response, and migration support across the Republic of Moldova.

MRCS is currently transitioning its IT infrastructure from on-premise servers to cloud-based services. The organization operates with approximately 40–50 staff across its headquarters and branches, with Microsoft Windows as the primary operating system. To support the cloud transition and improve overall IT reliability, MRCS now seeks a qualified service provider to deliver proactive, professional IT support and maintenance under a managed services agreement.

2. Objective

The objective of this assignment is to provide MRCS with reliable, proactive, and responsive IT support services that ensure the continuous and secure operation of its IT systems and infrastructure, the timely resolution of technical issues, the protection of organizational data, and support for the organization's digital operations and cybersecurity

3. Scope of Services

The selected service provider shall provide comprehensive IT support and maintenance services, including but not limited to the following:

3.1 Help Desk and End-User Support

Day-to-day technical support for MRCS staff, including troubleshooting hardware and software issues, user account and access management, and support for workstations, laptops, mobile devices, and peripherals. Support shall be available remotely and on-site where required.

3.2 Hardware Support and Maintenance

Diagnostics, preventive maintenance, recommendations for hardware upgrades and coordination with vendors on warranty claims. 

3.3 Software, Systems and Network Management

 Installation, configuration, and maintenance of operating systems and productivity software, including Microsoft Windows and Office. Management of software updates, patches, and licensing compliance. Management and monitoring of local area networks, wireless networks, internet connectivity, network devices, and VPN administration.

3.4 Microsoft 365 and Cloud Services

Administration of MRCS's Microsoft 365 environment, including user accounts, Exchange Online, SharePoint, OneDrive, and Microsoft Teams, as well as security and compliance configuration.

3.5 Cybersecurity and Data Protection

Endpoint protection, patch management, email security, and anti-phishing measures. Security monitoring, vulnerability assessments, and incident response. Promotion of cybersecurity best practices across the organization.

3.6 Infrastructure, Backup and Recovery

Monitoring and verification of backup systems and data restoration support. Disaster recovery planning and business continuity recommendations.

Website and domain management, including DNS administration, SSL certificate monitoring and renewal, website availability monitoring, and coordination with web hosting providers.

3.7 Technical Advisory and Emergency Support

Technical advice on IT procurement, preparation of specifications, and recommendations on digitalization and infrastructure improvements. Rapid response to critical incidents, including cybersecurity events and infrastructure outages, with on-site intervention where required.

The provider shall conduct regular health checks of IT infrastructure and manage storage, ensuring systems remain optimized and risks are identified proactively.

4. Service Levels (SLA)

The provider shall ensure the following minimum service levels:

Availability

• Help Desk availability during business hours:
  • Monday–Friday
  • 09:00–18:00
• Emergency support outside business hours for critical incidents.

5. Deliverables

The selected provider shall submit:

• Monthly report: support activity, incidents, response times, security incidents, maintenance.
• Quarterly report: infrastructure review, cybersecurity review, risks, and recommendations.

6. Duration of Contract

The initial contract period is six months, with the possibility of extension subject to satisfactory performance and availability of funds.

7. Qualifications of the Service Provider

The provider should demonstrate:

Company Requirements

• Minimum three years of experience delivering managed IT services in a professional or institutional environment.
• Registered legal entity authorized to operate in the Republic of Moldova, with capacity to provide support nationally.
• Technical competence in Microsoft 365 administration, Windows operating systems, networking, cybersecurity solutions, cloud services, and backup and recovery systems.
• Sufficient qualified personnel to meet the scope of services and service levels defined in this TOR.

Relevant professional certifications are considered an advantage.

8. Proposal Submission Requirements

Interested providers shall submit:

Technical Proposal

• Company profile and legal status in Moldova
• Approach to delivering the required services, including agreement to the response times in Section 4
• Team composition and roles
• Help desk and support request handling procedure
• Relevant experience and client references

Financial Proposal

• Monthly fixed retainer covering all services.
• Hourly rates for services outside the agreed scop.
• Travel costs policy for on-site interventions.

9. Evaluation Criteria

Total: 100%

The proposals will be submitted at the dedicated email tender@redcross.md, object – proposal ” Outsourced IT Support and Maintenance Service Provider

”, submission deadline – July 3, 2026, 18:00.

For any additional information please contact Alexandru Dobrovolschi, alexandru.dobrovolschi@redcross.md tel. +373 79642794

All the necessary documents for participation can be downloaded here.